The Foreign and Commonwealth Office (FCO) has directed against all but essential travel to foreign countries, cities and locations. This comprises two main travel recommended notices: 1. If you are abroad, return to the UK as quickly as possible if commercial flights are still open 2. If you are currently in the UK, don’t travel to foreign countries except if it is absolutely essential Various airlines are now stating cessations of flights and the grounding of aircraft after the revelation that many countries are executing ‘lockdown’ of borders and the constraint of movement to reduce the increase of the virus.

The Government has announced a affiliation with airlines to arrange special chartered planes. These will return nationals that are presently stuck abroad. Further information will be issued by the government’s travel advice, all British embassies and all British high commissions. A committed travel administration company will be employed for stuck residents to book and pay for the flight home.

Additional details on travelling abroad and present government suggestions are accessible at www.gov.uk/foreign-travel-advice Customers who are yet to fly to their region – Entitled to a compensation or, in some cases, the choice to rebook for alternative date.

Flight and Holiday Cancellations

Flights as part of a holiday package

Whole cost of the holiday will be refunded. This is happening automatically for some consumers, but patrons can get in touch with the company that they booked through for further explanation.

Flights and hotel booked individually

Consumers are advised to contact their hotels, asking for a compensation/adjustment in dates. Various airlines are letting passengers to rebook flights for free.

In circumstances where the hotel and location are functioning, and the booking is non-refundable, then travellers may lose out.

Travel Insurance policies

Patrons are urged to certify the particulars of travel insurance policies that they have taken out. These may payout financial reimbursement in conditions where other measures do not.

If patrons have organised travel to affected areas after a warning was published in the area, then there is a chance that any insurance policy may be invalidated by this. Consumers are recommended to check the particulars of their insurance policies and if at all unsure, contact their insurance company directly for further information.

New travel insurance policies

In light of recent events, many insurance companies have ceased selling new travel insurance policies and, in some circumstances, have altered cover as a result of the coronavirus outbreak. The Association of British Insurers has affirmed that travel insurance is a product meant to be utilized in unforeseen circumstances, and owing to the present condition, issues occuring as a outcome of coronavirus are no longer regarded ‘unforeseen’.

Already abroad and no channels of returning back to the UK – Airlines have a responsibility of care to those passengers in a foreign country if they have cancelled a return flight. The airline should moreover pay for any extra expenses for stay and any food vital. For those patrons who have taken a reimbursement, then the obligation of care finishes here. It is then the responsibility of the traveller to organise travel back to the UK.

In conditions where neither of the above is probable, or where consumers feel trapped, they are recommended to contact the embassy in their current location to obtain additional assistance. Detailed embassy locations can be found by visiting www.gov.uk/world/embassies and searching depending on your destination.

Consumers wanting to cancel their travel plans

If there has been no warning published in relation to a country that the customer chooses to travel to, and the consumer selects to call off their plans, then there is no automatic right to compensation.

Consumers are insisted to check policy and booking confirmation particulars and to contact their insurance/travel source if explanation is required or a refund due. If you feel that your customer rights have been breached, you can contact consumeradvice.scot for more information and advice.

Events and Entertainment

Cancelled events

If the tickets to an event such as a concert or sports event have been cancelled, and these have been booked via an certified booking site, then you must normally get a refund.

The Society of Ticket Agents and Retailers (STAR) is the industry’s self-regulatory body and as such, oblige firms listed with them to repay the ticket’s face value amount when an event is cancelled. This does not comprise the costs paid for delivery.

It is recommended that for any other ticket merchant, the particular company terms and conditions are checked. For resale sites and other events, the company who originally sold the tickets should be contacted in the first case to ask for repayments. There may also be the choice to rebook at a later date if the event is being postponed.

Postponed events

Original tickets should be held until a rescheduled or altered date is declared. If there is an issue with the date that the event or concert has been pushed to is incompatible, then a reimbursement can be bidden via the original booking company.

As with cancelled events, this may not include the fee paid for booking fees or delivery.

Individual events may differ, contingent on the terms and conditions of the planner.

Consumers wishing not to be there – If customers choose not to concerts or sporting events, but the event is still carrying on, there is not much chance of getting money back.

Cinema cessations

Several of the big cinema franchises have declared that they will be terminating all their screens in the UK until further announcement. For patrons who have already gotten tickets, repayments or the possibility to postpone this to a later date (if possible) are presented.

A few of the bigger chains with loyalty cards and monthly membership are advising that monthly fees will continue, with a view to offering the ‘time back’ once facilities recommences as regular. Others are recommending that they will be pausing payments for memberships. Customers are instucted to watch on the websites and social media informs from the cinema that they have booked through.

Obtaining back hotel and travel costs

If an event is cancelled due to the coronavirus outbreak and there have been expenditures suffered for hotels and travel, then the establishments for all of these should be contacted for more information on refunds.

Seperate terms and conditions may differ, but choices may be proposed to delay or rebook on an alternative date due to recent circumstances.

As a side note, if the hotel or travel provider is incompetent to offer the facility due to the coronavirus pandemic, then a repayment should be paid. Bookings for weddings and special functions

Weddings and special functions could possibly be affected by the coronavirus outbreak. If the company or venue offering the service or managing cancels, then a refund should be arranged for everything that has been cancelled. For those with wedding insurance, terms and conditions should be conferred for whatever that can be retrieved back. If it is the consumer, or person who has booked the event that is wishing to cancel or rearrange the event, then some fees may apply. Negotiation and discussion with the organiser around rescheduling the event is vital.

For anything that has previously been paid in terms of deposits that cannot be repaid, the coordinator should outline in detail the basis why a repayment is not probable, consisting any costs they have experienced that are being passed on to the buyer.

Consumer rights and useful legislation

Section 75 of the Consumer Credit Act protects buyers for purchases made on credit cards in excess of £100. This makes the credit card company ‘joint and severally’ responsible when a product or service that has been paid for cannot be provided.

For purchases under £100 made on a credit card, or those made on a debit card, clients can get in touch with their bank and try to make a claim through the ‘chargeback scheme’. This cannot be enforced by law, and the provision of this scheme is at the discretion of the bank or building society.

Consumer rights are unchanged during the coronavirus crisis. A couple of delivery firms have declared delays on unnecessary goods for delivering medical supplies and necessary products. For extra information on orders placed or delays experienced, the firm delivering the items should be the very first point of contact.

We have detailed the key consumer rights legislation that is applicable in various situations listed below.

Nevertheless, a complete guide to consumer rights, covering different aspects, is available by visiting consumeradvice.scot knowledge centre: https://www.consumeradvice.scot/knowledge-centre/

Consumer Rights Act 2015 – Faulty Goods – Repair or Replace

While buying items from a seller, the Consumer Rights Act 2015 declares they must be:

• Of nice quality (free from any faults / damage and long-lasting)
• As the dealermentioned
• The same as any sample shown
• The same as any model shown  Right for the idea made known to the seller

When asking for replacement or repair within first 30 days, then the buyer enters the wait period with the remainder of the 30 days (minimum of 7 days) resuming after replacement or repair.

Buyers who feel that  anything mentioned above do not fit for their products and have gone beyond the first 30 days after  ordering, may be eligible for repair/replacement which is –

• Cost-free
• Repair should be long term
• Replacement should be exact same
• Within reasonable timescale
• Without causing considerable inconvenience

If a replacement or repair isn’t possible then they may rather be allowed to:

• Keep the merchandise for a reduced price
• Return the goods for a repayment (total repayment within six months or partial refund after or if a vehicle)

Private Sales – Sale of Goods Act 1979

If something is ordered from a private seller, the consumer is insured by the Sale of Goods Act 1979 which claims the products must go with the description given by the seller. This includes:

• Any description in an advert
• Any description given in an email or text message
Any description during discussions over the phone or face to face

If the customer believes that the products don’t go with the seller’s description, then they might be eligible for;

• A full re-payment if the products haven’t been accepted (not used and issue seen quickly)
• Loss – a monetary amount to cover mending or the difference between the amount that was paid and what the goods are actually worth

The trouble of proof is on the buyer to confirmverify that the goods don’t go with the sellers description, which can be tough if the description was given verbally.

Rail companies and travel providers have different rules about re-payments of tickets affected by the coronavirus pandemic.

Scotrail are providing refunds on several train ticket types. Their process has altered slightly due to the circumstances, and an administration fee might be imposed, depending on the ticket type.

A helpful guide to refunds that are offered from Scotrail can be found here: https://www.scotrail.co.uk/plan-your-journey/refunds Those who have booked travel that is no longer essential or have booked travel to a cancelled function should call the travel provider for more info on their individual terms and conditions, as well as refund guidelines.

Though the Government has Informed that everyone in a foreign land should return back to the UK, many are yet stranded without any way to get back home.

The Government has adopted measures like specially chartered flights to enable get citizens home, but this might take some time. For the moment, they have made a lot of recommendation about what those stuck abroad should do.

If somebody suffers or believes they are infected by coronavirus

The Government authorities of both the region and country in which the buyer is staying will provide advice and help on what to do if someone has, or believes that they are infected by, coronavirus. Moreover, the citizen must seek medical help and self-isolate.

The NHS have come up with a guide on symptoms that are normally shown when somebody is infected by coronavirus. This is listed at:

https://www.nhs.uk/conditions/coronavirus-covid-19/symptoms-and-what-to-do/

The embassy or consulate in the area where the UK citizen resides can be used to get in touch with the local authorities. For more information on embassies, or to locate the closest one in your area, please contact 0207 008 1500, or otherwise click:

https://www.gov.uk/world/embassies#

If a visa is expiring quickly

If a visa is coming to an end, the actions necessary will depend upon the area that the UK citizen is located. If unsure, check out the travel advice for that country from the UK foreign and commonwealth office. This guide can be located by checking out:

https://www.gov.uk/foreign-travel-advice

Additionally, the local embassy or consulate can be used to get in touch with the local authorities. For more details on embassies, or to find the closest one in your area, please contact 0207 008 1500, or alternatively check out:

https://www.gov.uk/world/embassies

If a inexpensive air flight to home cannot be found

The travel company must be contacted at teh first place for more details on going back home. They might delay or waive payment for the trip to home town.

Those people having travel insurance must get in touch with their service provider as the insurance cover will be extended by 2 months if those travelling are making every effort to go back home. Those who cannot afford travel could also check if their credit card insurance is applicable.

UK citizens who find themselves stranded must also keep themselves informed on the notice from local travel companies.

It is vital to get in touch with friends and family to ensure they are aware that everyone in the party is safe and secure. If possible, they may be able to transfer money to those stranded to pay for transport home.

Employment & benefits / financial aid

There is also the choice for those trapped to get in touch with their manager and ask for an advance of their salary to pay for travel home. The UK government can even provide financial help in some circumstances. More info can be accessed on www.gov.uk

If cash runs out, or people stranded do not have accommodation, or access to food / water / medical essentials

The UK Government has promised to guaranteeing that British citizens in foreign country have access to accommodation, medical supplies, food and water.

If cash is over whilst stuck abroad, The UK Government can also provide financial assistance in a few situations. Additional info can be accessed on www.gov.uk.

If the trapped passenger has to take care for someone in the UK

If the citizen is stranded in a foreign land, they must ascertain that anyone they are a carer for is seen well. If someone else is looking after this person, they may be requested to continue to do this until they fly back to the UK.

They may ask friends or family to look after this person till they return.

If no choice is available, the home local authority must be contacted for further advice and support.

If the trapped passenger has tension about their employment or self-employment

If they are doing a job, they must keep in contact with their manager wherever possible to keep them informed on their condition.

If they are working, they can still be furloughed under the job retention scheme. If they are self-employed, they can request for for the self-employment income support scheme.

Benefits or state pension whilst stranded in a foreign country

The stranded passenger will still attain Universal Credit, Housing Benefit and Pension Credit if they are in a foreign land for around a month.

In the case of Personal Independence Payment (PIP), Disability Living Allowance (DLA) and Carer’s Allowance, they are each payable for 13 weeks whilst in a foreign land.

The State Pension will be paid irrespective of how long the citizen stays abroad.

Any queries or doubts regarding benefit payments while in a foreign country can be answered by the Department for Work and Pensions (DWP), who can be contacted by calling or clicking:

https://www.gov.uk/claim-benefits-abroad